Welcome to the Gramofon Help Center

Troubleshooting

If despite following all instructions below you still encounter issues preventing you from using Gramofon smoothly, it could mean the hardware is damaged:

If the unit is still under warranty, you will be able to contact our Support team through a ticket, providing the MAC ID of your Gramofon (the one that appears on the Gramofon label) and the corresponding invoice number

This article is provided for instructional purposes only. Gramofon Support team can't provide support for third-party devices. For any doubt about how to check or modify your router settings, please get in touch with your ISP or router vendor.

Here you will find all the basic requirements that your router settings and network configuration should meet in order to guarantee an enjoyable Gramofon user experience:

WiFi standard: your router must use 802.11 B/G/N-Mixed (only B or G or N, or AC not compatible)

Frequency: must be set to 2.4Ghz (5Ghz or dual band mode not supported)

Internet mode: must be set to DHCP (only one router should act as a DHCP server on your network in order to avoid address conflicts)

DNS: must use Google DNS servers, which means 8.8.8.8 as primary IP and 8.8.4.4 as secondary IP

Encryption protocol: must use WPA, WPA2 and WPA-PSK (WEP not supported): depending on the routers, one mode or a combination of two of them might influence the connectivity during the setup

WiFi password: must not include special characters such as " or $ or more than 63 chars: if this is the case you'll need to modify it or use the WPS client mode each time you'll power up your unit. If you introduced the password incorrectly from the web interface, you'll see an "Authentication failure, password may be wrong" error message appear, and if you're using the app you'll get back to the WiFi selection screen. In any case, the LED will start blinking red again and you will have to repeat the operation using a correct password.

Encryption mode: should be AES, as devices using deprecated encryption methods like WPA TKIP won't be able to take full advantage of 802.11n performance

Firewall: ports 53, 1812, 1813, 443 and 7547 must be open for the duration of the setup or the upgrade

MAC filter: if your router applies one, you'll need to add a new entry to authorize your Gramofon to get authenticated by your router. The MAC that you would need to use is the WiFi client MAC, meaning the one that appears on the Gramofon label adding +3 to the last digit (e.g. MAC on label is C4-71-30-42-2F-4C > WiFi client MAC is C4-71-30-42-2F-4F).

Signal quality: must be good. On the contrary, once you apply the setup changes from te web interface, you'll see a warning appear on-screen, or if you're using the app you'll get back to the WiFi selection screen. In both cases, the LED will start blinking red again and you will have to repeat the operation after checking your router's WiFi status and putting the Gramofon and the router closer.

Note for FRITZ!Box routers:These routers offer plenty of configurable advanced settings. For this reason, it is possible that besides the above basic settings are applied, further customizations might create conflicts and affect Gramofon configuration or performance. Based on our experience managing cases involving FRITZ!Box routers, we could identify one additional settings requirement in order to enable a successful Gramofon set up. It consists of adding manually a DNS request from wifi.fon.com.

To avoid any conflict on your network while setting up Gramofon, we strongly recommend you to:

Power off any other WiFi client or additional Gramofon connected on the network to which you wish to connect your Gramofon to

Remember that using WiFi repeater, extender or booster devices will compromise the performance of Gramofon, this is why you should always connect your Gramofon to your main router

Before repeating any new setup, performing a factory reset is required

If the recommendations above are not followed, we will not be able to guarantee a full compatibility of the Gramofon with your router, possibly causing the following issues:

2. How do I restore the factory settings on my Gramofon?

Restoring the factory settings of your Gramofon might be necessary if you misconfigured it, if you lost the password of your management console or if you just want to restore default settings to make sure that no older settings is getting in the way of what you are trying to configure.

Here is how to get the Gramofon back to its default settings using its button:

While the Gramofon is powered OFF, press the top button and connect the power cable.

Hold the button while the Gramofon is powering up, but please don't release it when the LED is only flashing red, as this will not actually reset the Gramofon. You will first see a red, static LED, then a red flashing LED and finally a red and yellow flashing LED (it takes at least 18s to blink yellow and red).

Release the button as soon as you see the yellow/red flashing LED and allow to boot normally.

The password of the Gramofon's web interface will be "admin", and private wireless signal will be named "Gramofon Configuration".

Notes:

if right after performing a factory reset on the Gramofon the LED status is solid red, blue or yellow and does not follow the color scheme described above, please contact our Support team through a ticket providing the MAC ID of your Gramofon (the one that appears on the Gramofon label) and invoice number

the factory reset will not change the firmware version installed on your Gramofon

3. Firmware upgrade

Firmware 3.1.9 is the latest version. Instead of pushing the upgrade command automatically as for previous upgrades, you will be able to choose the moment in which you would like to perform this change.

If you ever perform a factory reset, your Gramofon will maintain the latest firmware version installed.

For your information, firmware version 3.0.15 implemented the multi-streaming and grouping modes, powered by Qualcomm AllPlay, which makes wireless and audio devices (phone, tablet, local server, or the cloud) work together, allowing to use two different music services on different Gramofons at the same time, or the same song on a group of several Gramofons.

If you are not sure your Gramofon has been upgraded to the latest firmware version (3.1.9), simply check the settings of your Gramofon opening the Gramofon Setup app. The upgrade process will vary depending on the current version your Gramofon, and if it's still covered under warranty. Check it out below!

Gramofon currently running firmware version 3.0.15

You can check the current firmware version of your Gramofon accessing its settings, through the Gramofon Setup app or its web interface. If you use a firewall, please make sure that port 7547 is opened to enable the upgrade.

If your Gramofon is currently running firmware version 3.0.15, when consulting your Gramofon settings using the app, you should see a red download button appear at the left of the LED indicator. This button will not disappear until your Gramofon has been upgraded.

To launch the upgrade, select your Gramofon from the list of "Gramofons around" and then press the button "Update your Gramofon now".

The LED will start flashing yellow, meaning that the upgrade is being performed.

It will then start flashing red and yellow (booting), blinking blue (connecting to the internet) until getting to solid blue (connected to the internet). During this whole process, a countdown will be displayed within the app.

Your Gramofon has been upgraded successfully!

Gramofon currently running firmware version prior to 3.0.15, or upgrade button doesn't appear

If your Gramofon is running a firmware version prior to 3.0.15, you won't be able to receive the upgrade command as described above. In this case, please contact our Support team through a ticket providing the MAC ID of your Gramofon (the one that appears on the Gramofon label).

If your Gramofon is running firmware version 3.0.15 but the upgrade button doesn't appear as described above, it means the command failed to reach your unit. In this case, please contact our Support team through a ticket providing the MAC ID of your Gramofon (the one that appears on the Gramofon label).

If you use a firewall, please make sure that port 7547 is opened to enable the upgrade.

Our Support team is unable to provide assistance for out-of-warranty units, however you will still be able to update manually the firmware of your Gramofon by yourself, following the detailed instructions below (the whole manipulation will not exceed 15mn, and is very easy to perform as long as you follow the steps):

1) Download the firmware:Download the firmware (you will not have to open the file, just save it locally).

To force failsafe mode, disconnect all cables from the Gramofon, hold the button and connect the power. Release the button as soon as the LED starts blinking red. Do NOT wait for the yellow/red blinking LED.

4. How do I use the WPS client mode?

The WPS mode can be used for two connection types, without entering a password:

Connect your device to a Gramofon connected to the internet via cable (configured in cable mode): to do so, enable the WPS client mode pressing the LED button for 5 seconds approximately (until the LED starts blinking blue) and then press the WPS command of your device so it connects automatically.Important: the WPS connection will fail if your Gramofon is configured in WiFi mode

Connect a Gramofon to your home router: to do so, enable the WPS client mode pressing the LED button for 5 seconds approximately (until the LED starts blinking blue) and then press the WPS button of your home router so it connects automatically.

Using WPS mode can be used as a workaround in case you're unable to complete the setup from the app or the web interface, when the issue is password-related.

If your Gramofon gets in a loop (can't go out from WPS mode), simply perform a factory reset, and repeat the manipulation.